Oh, that felt good!

[CrazedClerkthe2nd]

So I'm moving on up at work, I've started taking team lead shifts which means that I get to be the one that takes the calls when customers demand a manager.

There are two main advantages:

1) My calls aren't recorded (UNLESS I choose to do so manually)
2) I get to be a little firmer with the customers

Enter today's SC, he came on my line at suck level 10 and barely let up....

Me: Hello, this is a CC, I'm a manager here at <Red Checkmark>, what can I do for you today?
SC: Who the hell did you say you were?!
Me: My name is CC, I'm a manager here. You wanted to speak with me?
SC: You're f**king right I did! I hate your goddamn company! You have shitty phones, shitty customer service and your prices are WAY too high!!
Me: I apologize you are frustrated and I promise you I'll help in any way I can but first I'd like to ask--
SC: Shut up! That's all you f**king people ever do. Apologize, apologize, apologize but you never fix my damned problem!
Me: I did get some information from the rep who passed you on to me but if you could give me a bit more detail on the problem then we could probably--
SC: NO!! NO!! F**k you! I'm done talking about my problem, you need to do something about this and do it now.
Me: I can do that but first I must ask you to please stop using foul language.
SC: F**k you!
Me: Warning #2. You do it again and I will end this call. Now what exactly is it you want?
SC: I want to cancel all three of my lines without a penalty. You hear me? No bill, no charges, no fees, just cancel my account, zero the balance and let me go to <Death Star Wireless>!!
Me: I'm sorry but I can't do that.
SC: What??!?!! You f**king piece of s**t!! Cancel my account and waive the fees right now!!
Me: Sir I have repeatedly asked you stop using foul language and you have refused, therefore you leave me no choice but to end this call.
SC: You can't do that!!
Me: Just watch me. *click*

Oh yeah, I'm going to enjoy doing these calls.

[BamaBabe]

Nicely done!

[sirwired]

I want a million dollars and a pony!

Seriously, yelling and screaming ain't a real good way to score an ETF waiver... they do exist, but this isn't how to get one.

[CrazedClerkthe2nd]

I want a million dollars and a pony!

Seriously, yelling and screaming ain't a real good way to score an ETF waiver... they do exist, but this isn't how to get one.

We waive them in certain instances, but generally speaking I'm not going to go out of my way to make it easier for a customer to leave our company, especially when said customer is being a raging douchebag.

[Ted_The_IT_Guy]

PLEEEEEZE tell me you went like Patty & Selma when they cancelled Homer's driver's license...

I would have offered to give him a nickel off of each line's ETFs...just to cheese him off further.

[Monterey Jack]

I want a million dollars and a pony!

I want to sleep with Mary Elizabeth Winstead, but screaming and bitching about it won't magically make it happen.

[taxguykarl]

We waive them in certain instances, but generally speaking I'm not going to go out of my way to make it easier or cheaper for a customer to leave our company, especially when said customer is being a raging douchebag.

Small correction

[MoonCat]

You have more patience than I did. I applaud you. I would have probably hung up at the second "f*ck."

[BlaqueKatt]

There are two main advantages:

1) My calls aren't recorded (UNLESS I choose to do so manually)
2) I get to be a little firmer with the customers

OOOO the +20 headset of smiting! I enjoyed that thoroughly during my time at big red checkmark, mine actually had aluminium foil cat ears on it!

[earl colby pottinger]

Three strikes and you are out

We had the same rule where I used to work.

If the customer started to swear we gave a warning, second time we made it very clear we would hang up again, and on the third time we would hang up.

A number of people would call back and as long as they were polite, but if they started a swear word we would say "No Swearing" and just hang up then and there.

There were a few dumb customers who would call back repeatedly and try to start with swearing at us, only to be cut off before they enunciated the first word.

I think the worse called back at-least 5 time before learning their lesson.

[thehuckster]

Congrats on the promotion.

While those two advantages are great, there is that one disadvantage that chances are you're going to deal with many more difficult customers... of course, I guess that's good for us here, since we'll get some more stories.